Customer Service Project Consultant

Bryan Foster 214-***-**** **********@*****.*** Frisco, TX

Case Management & Customer Service Professional

Superior Customer Service Process Improvement Client Advocacy

Dedicated case management and mortgage processing professional who improves customer satisfaction and increases operational productivity by initiating customer-focused process improvements and training staff.

Customer Service Relationship Management Issue Resolution Individual Account Management

Process Improvement Policies & Procedures Mortgage Banking & Processing Financial Analysis Research

Case Management Quality Control Call Center Operations Staff Training Change Management

Professional Experience

PENTAGON FEDERAL CREDIT UNION, Frisco, Tx 11/23/20 - present

Mortgage Flex

Home Retention Specialist III

Worked with homeowners to develop mitigation strategies for distressed mortgages and process loan modifications.

Conducted financial and loan analysis, based on bank guidelines, to develop loss mitigation solutions for customers.

Researched customer accounts to ensure all previous actions were appropriate and to optimize mitigation strategies.

Coordinated the submission of required documentation from customers

Handled customer service for escalated issues

Communicated with customers on inbound and outbound calls to understand and address issues.

SOLOMON EDWARDS

Project Consultant; Contract for PENTAGON FEDERAL CREDIT UNION, Frisco, TX 1/20/2020-11/23/2020

Manage customer inquiries about all servicing aspects mortgage loans serviced by PenFed. Including,

Payoffs; automatic payments, escrow and other types of servicing issues.

Communicate to all parties via email, fax and outbound calls to understand and address issues.

Research members account issues and coordinate with internal partners to resolve the members concerns with a resolution.

Provide back up for the receiving, sorting and delivery of mailroom activities.

Accomplishments:

Increase the efficiency of the mailroom by providing back up to ensure that mail was processed in a timely manner when the mailroom attendant was not in house.

Increased efficiency in the turnaround of payoff requests by not only opening the work order to generate a payoff; but completed the work order and provided the payoff quote to the requesting party in a timely manner.

JP MORGAN CHASE, Plano, TX

Sr. Mortgage Banking Specialist – Escalations Research 8/2012-10/2019

Managed customer inquiries and complaints regarding mortgage modifications and other servicing issues, including terms & conditions, denials, time-in process, agents, payment disputes, foreclosures, escrow, and bankruptcies.

Communicated with customers on inbound and outbound calls to understand and address issues.

Research customer account issues and coordinated with internal stakeholders for issue verification and resolution.

Provided formal, written responses to customer inquiries and complaints.

Accomplishments:

Helped improve customer service by supporting business process reengineering and leading staff training for integrated complaint system implementation.

Reduced response time and streamlined customer communications by recommending and operationalizing representative access to customer payment information.

Consistently met or exceeded quality and speed KPIs

Multiple time Employee of the Month winner.

Mortgage Banking Specialist – Loss Mitigation 3/2011-8/2012

Partnered with homeowners to apply for and process mortgage modifications for properties at risk for foreclosure.

Performed financial analysis with homeowners to develop loss mitigation options.

Assisted homeowners complete all required documentation for mortgage modifications.

Communicated status and final resolution of modifications and other options.

Accomplishments:

Multiple time Employee of the Month winner.

Consistently met or exceeded customer service KPIs.

METLIFE, Irving, TX

Loss Mitigation Specialist 5/2009-3/2011

Worked with homeowners to develop mitigation strategies for distressed mortgages and process loan modifications.

Conducted financial and loan analysis, based on bank guidelines, to develop loss mitigation solutions for customers.

Researched customer accounts to ensure all previous actions were appropriate and to optimize mitigation strategies.

Coordinated the submission of required documentation from customers.

Accomplishments:

Reduced company’s foreclosure risk by helping to develop mortgage modification procedures as first person processing modifications for bank-owned mortgages.

Education

Bachelor of Science (B.Sc.), Business Administration OKLAHOMA STATE UNIVERISTY, Stillwater, OK

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